[Jul 2] Stuck on Tavern Doors or Playful Sprites on iOS/Android

Technical Support
21

Chime in folks! The more dissatisfied users who speak up, the more likely it is that they’ll get a move on and find a solution.

3 Likes
22

Same here, after the update the game just freezes at the Tavern doors and forces me to quit the app.

Sony Xperia E5, Android 6.0

2 Likes
23

blizz,

I am bored at work, plz fix asap.

ty

4 Likes
24

Can any blue respond on this?? After reintal clear catche etc etc still the same…

4 Likes
25

Do you guys not have phones?
Yeah you guys all have phones!

Maybe use them to test if the game works after you patch it? Seriously guys twice in less than a month doesn’t inspire confidence in you making a working mobile only game. Unless Immortal as a pure mobile game will get proper support unlike this multi platform abomination of a game that Hearthstone is.

To add insult to injury right after you make the game unplayable you send me a notification on my PHONE that I can now buy the pre-order… Don’t hold your breath on that one.

BTW same here HUAWEI MATE 10 LITE Android 8.0.0

3 Likes
26

I only play this game on mobile. When mobile is down like this, I simply do not play at all.

Worked fine late last night. Can’t get past the doors this morning.

Using IPhone XR but based on the growing complaints about this, Im going to bet, pretty confidently, that it’s not an issue with my phone.

2 Likes
27

same, app stuck on screen!! i’m on iphone!

1 Like
29

Same problem, iOS latest with my iPad Pro and my iPhone. Cant log in.

32

Same here Moto G5. And I just purchased the new bundle yesterday. Feels like a major slap in the face as this bug is clearly a major fail of your QA.

33

I tried logging out of all my devices through account setting and logged in from scratch and used a new authenticator code, but no go.

34

Same problem. Closed doors. Android 6

35

Same, won’t load past the tavern doors and usually if the servers are full it tells me but I doubt that is it and if it is, it’s not saying that it is…

36

Games start again. But whenever you put the app to the background, it disconnects. So no more changing songs during your opponents turn…

37

Same here… iPhone 6s… I’m a bit mad!

38

Thank you for your reports and patience, everyone! We are aware of the issue where the game gets stuck on the Tavern Doors for mobile devices or receiving the “Oops! Playful sprites” errors after some time, starting with the patch.

Our team is investigating the issue and working on a resolution. In the mean time, we have seen some success with the following:

  • Restart the App and Device.
  • Check there is sufficient storage available for the update.
  • Trying another connection.
    Especially, for those running into the message, “GLOBAL_ASSET_DOWNLOAD_CELLULAR_POPUP_BODY”

For additional steps and suggestions, our article here can assist further. Please update us if anything helps in the mean time while we work on a resolution for this issue. We’ll continue to update when more information is available about the issue.

Thanks for everyone sending in the UpdateManager logs and additional logs! Removed the steps here as we no longer need any more logs.

39

Ever since the update July 1st, 2019, I have not been able to get the game to load past the doors with Hearthstone written across them.
For awhile after the previous update, some cards would cause matches being played to crash and disconnect me or the player I was playing.

My phone is the new Samsung galaxy j7 star and am on metropcs nework.

I know it’s not just my phone or network because my husband who is on straight talk cannot get the game to load either.

Please fix your game.

5 Likes
40

"I can’t play the game.

I uninstalled and reinstalled and that fixed the problem of gettting into the game.

BUT IT WONT LET ME SIGN IN"

Was a comment I made earlier to see if I could get help from the forum.

Because this is the technical support forum.

But the moderator removed it.

41

I was tempted to reinstall but after reading all the issues everyone is having, we don’t dare try that.

1 Like
42

try this

1 Like
43

This is something we’re looking into at the moment. Would y’all be able to post with the model of your phone and the version of the OS that’s installed?